Cicero is helping Fortune 500 companies understand how and why work happens, empowering them to improve productivity and performance of critical resources: people, systems, and processes

Based on its recent analysis of the North American contact center market, Frost & Sullivan recognizes Cicero Inc. with the Enabling Technology Leadership Award in the call center software industry. This is the second consecutive year that Cicero has garnered the Award.

The call center software industry is undergoing significant technological, economic, and social changes—all of which impacts operational efficiency and customer experience. The agent desktop is at the center of each contact center interaction and back-office transaction, yet while it contains a treasure-trove of operational insight into areas of improvement, its complexity continues to present a chokehold on agent efficiency and customer satisfaction.

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“Deploying Cicero’s software suite makes it easy for companies to improve productivity, quality, and compliance,” states Principal Analyst Michael DeSalles. “Its software facilitates the sharing of data between applications, automates manual tasks, and provides context-sensitive agent/employee desktop screens and guidance,” adds DeSalles.

Cicero’s Intelligent Analytics Platform (IAP) is a framework for organizing, integrating, and enabling an organization’s enterprise software applications. Cicero goes beyond the typical server-based solutions by non-invasively exploiting interaction between the applications and the platform on which they run.

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“Using Cicero, companies can quickly provide three types of integration: process integration, data integration, and visual integration,” notes DeSalles. “For very large global enterprises, Cicero solutions can identify and compare agent behaviors across lines of business and regions. By identifying ways to simplify routine agent tasks, costs can be reduced significantly while improving the customer experience.”

Frost & Sullivan Best Practices Awards recognize companies in a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service, and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis, and extensive secondary research to identify best practices in the industry.

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